House of S21 — Returns & Refund Policy

Crafted with care to give you confidence in every order.

At House of S21, every piece is carefully selected and checked before dispatch. While we hope you love everything you order, we understand that sometimes something may not be quite right.

This policy explains how returns, cancellations and refunds are handled. Nothing in this policy affects your statutory rights.

✨ Change-of-Mind Returns

For eligible items purchased online, you have the right to change your mind and cancel your purchase within 14 days of receiving your order.

You do not need to give us a reason for cancelling.

To request a return, please email houseofs21@outlook.com within 14 days of receiving your order, quoting your order number.

Once you have notified us that you wish to cancel, you then have a further 14 days to return the item(s) to us.

We will provide the return address and instructions once your return request has been received.

Please take reasonable care of items while they are in your possession. You are entitled to inspect an item in the same way you reasonably would in a shop. However, if an item has been handled beyond what is necessary to establish its nature, characteristics and function and its value has been reduced as a result, we may make an appropriate deduction from the refund.

Where possible, please return items in their original packaging to help protect them during transit.

🚚 Return Shipping Costs

For change-of-mind or unwanted items, the customer is responsible for the cost of returning the item to House of S21.

We strongly recommend using a tracked postal service and retaining your proof of postage until your return has been received and your refund processed.

If you believe an item has arrived faulty, damaged or incorrect, please contact us before returning it. We may ask for photographs or other reasonable evidence so that we can assess the issue and, where appropriate, raise it with our supplier or delivery partner.

Where an item is confirmed to have arrived faulty, damaged or incorrect and a return is required, House of S21 will cover the reasonable cost of returning it.

Please do not deliberately damage, alter, dismantle or dispose of an item unless we have advised you to do so. Damage caused after delivery, accidental damage, misuse or normal wear and tear is not treated as an item having arrived faulty or damaged.

Please contact us before returning any item so we can provide the appropriate instructions.

🩷 Faulty, Damaged or Incorrect Items

Every order is carefully checked before dispatch, but if something isn't right when your order arrives, please contact us as soon as possible at houseofs21@outlook.com.

Where possible, please include:

• Your order number

• Clear photographs of the item and the issue

• Photographs of the packaging where the item has been damaged in transit

We ask customers to report transit damage within 48 hours where reasonably possible, as this helps us raise the issue promptly with our courier or supplier. However, this request does not affect your statutory rights in relation to faulty, damaged, misdescribed or incorrect goods.

Depending on the circumstances and your statutory rights, we will arrange an appropriate remedy, which may include a replacement, repair or refund.

Where we require a faulty, damaged or incorrect item to be returned, House of S21 will cover the reasonable return postage costs.

Under the Consumer Rights Act 2015, customers may have the right to reject faulty goods within 30 days of delivery and receive a refund. After this period, customers may still be entitled to a repair, replacement or other appropriate remedy depending on the circumstances. These rights are separate from our change-of-mind returns policy.

🎁 Monthly Mystery Subscription Boxes

Our Monthly Mystery Subscription Boxes contain a carefully curated selection of home décor, with a minimum of five items chosen to complement each month's seasonal theme.

From our November 2026 collection onwards, individual products, colours and designs may vary between subscribers. Every variation will be selected with the same care and attention to quality, styling and comparable value.

Each monthly collection features fresh products and designs, although favourite seasonal themes may return throughout the year.

As our Mystery Boxes are carefully curated collections, we don't offer individual item exchanges based solely on personal preferences, such as colour, design or style. This does not affect your statutory rights.

Purchasing a Mystery Subscription Box does not affect any statutory cancellation or consumer rights that apply to your purchase.

If an item within your subscription box arrives damaged, faulty or incorrect, please contact us as soon as possible with your order details and photographs of the issue, and we will arrange an appropriate resolution.

Cancelling an ongoing subscription and returning a box that has already been supplied are separate matters.

Cancelling your subscription prevents future renewals in accordance with the subscription terms, but does not automatically cancel or refund an order that has already been processed.

💳 Refunds

Once a return has been received, we will inspect the item and process any refund due.

For an eligible cancellation, refunds will be made to your original payment method, unless you expressly agree otherwise.

Where the whole eligible order is cancelled, we will also refund the cost of our standard delivery service originally paid by you.

If you selected a more expensive delivery service, such as an upgraded or express option, we are only required to refund the amount equivalent to our least expensive standard delivery option.

Where only part of an order is returned, the original delivery charge may not be refundable where that delivery charge would still have been payable for the items you have kept.

Refunds will be processed without undue delay and, where applicable, no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back, whichever occurs first.

Once we have issued the refund, your bank or payment provider may take additional time to show the funds in your account.

We do not deduct payment-processing fees from statutory refunds.

🎀 Sale Items

Purchasing an item in a sale does not remove your statutory consumer rights.

Eligible sale items purchased online can therefore still qualify for change-of-mind cancellation rights in the same way as full-price items.

This does not apply where a specific statutory exception applies.

🌿 Items That Cannot Be Returned Under Change-of-Mind Rights

Certain products may be exempt from statutory cancellation rights. These can include, where applicable:

• Items made to your specifications or clearly personalised for you

• Goods that deteriorate or expire rapidly

• Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken

• Other goods excluded from cancellation rights under applicable UK consumer law

This does not affect your rights if an item is faulty, damaged, misdescribed or otherwise does not conform to your contract.

📦 Pre-Orders

Where an item is sold as a pre-order, the estimated availability or dispatch information will be shown on the product page or communicated to you.

Estimated supplier or arrival dates can occasionally change due to circumstances outside our direct control. If there is a significant delay, we will endeavour to keep affected customers informed.

Your statutory cancellation and refund rights continue to apply to eligible pre-order purchases.

🌿 How to Request a Return

Please contact:

houseofs21@outlook.com

Include your order number and details of the item you wish to return.

Once your return has been approved or acknowledged, we will provide the return instructions.

Please do not send returns without contacting us first, as this may delay us identifying and processing your return.

🩷 Your Statutory Rights

Nothing within this Returns & Refund Policy is intended to restrict or exclude any rights you have under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.

Thank you for shopping with House of S21 and for supporting our small independent business.